Infotech Lead India: Infosys announced it is redefining customer service with SpeedSolve, a comprehensive next generation product that makes communication faster and more efficient for call centers and related operations.
Jointly developed by Infosys and AT&T, SpeedSolve leverages state-of-the-art technologies for messaging, multimedia, reporting and smart device integration to facilitate real-time collaboration between customer service representatives and subject matter experts.
Powered by Infosys Real-Time Expertise Manager, SpeedSolve helps resolve queries faster and more accurately by minimizing call transfers — all leading to better customer experience, higher agent productivity and increased cost savings.
“SpeedSolve has played a pivotal role in improving the operational efficiency of our call centers in supporting customers as well as our field force,” said Nathan Edwards, assistant vice president of network operations planning and support at AT&T.
SpeedSolve intelligently routes and schedules conversations to provide faster access to experts and information resources. The solution features an innovative analytics engine that mines valuable insights from customer interactions to help increase first-time resolution of queries and reduce call wait time.
“SpeedSolve combines the proven technology leadership of Infosys with AT&T’s deep understanding of telecommunications to deliver a new paradigm in real-time customer service operations across industries,” said Gopal Devanahalli, vice president of products, platforms and solutions at Infosys.
“This jointly developed solution with AT&T is another example of unique and innovative ways that Infosys helps companies transform as they build tomorrow’s enterprises,” Devanahalli added.
AT&T has used SpeedSolve since 2010 to streamline and improve its own customer service operations, and has realized millions of dollars in annualized savings.
SpeedSolve leverages communication channels to improve collaboration for a better user experience, and features smarter and streamlined customer relationship management strategies to achieve more cost-effective and efficient procedures.
The solution also includes features for quality measurement, agent coaching, video-sharing and collaboration. The product is platform-agnostic, with applications available for smartphones and tablets.
SpeedSolve is now available to other companies.
In a major announcement, Infosys said it is buying Lodestone Holding to strengthen Infosys Consulting and Systems Integration (C&SI) capabilities. The acquisition is part of Infosys’ 3.0 strategy to expand its consulting & systems integration business.